Problem Management Process

Definition: The Process responsible for managing the Lifecycle of all Problems. Primary Objective is to prevent Incidents from happening and to minimize the impact on the IT Infrastructure.

consumes	CMDB as a source of information Information about Workarounds Information about implemented Changes Information about unidentified causes of Incidents Information on how to deal with Problems Participation in Security Problem solution Tools and information
has evolved into	Knowledge Management process The (generic) Process responsible for gathering, analysing, storing and sharing knowledge and information within an Organization; The primary purpose of Knowledge Management is to improve Efficiency by reducing the need to rediscover knowledge. Problem Management Process The Process responsible for managing the Lifecycle of all Problems
produces	Information about CIs affected by a Problem Information about Known Errors Information about Problems Information about Security Problems Information about Workarounds Information about component failures Information about necessary Changes Information about performance issues Information about successful implementation Information about violated SLAs
is part of	Service Support stage the set of operational processes and function, according to ITIL V2

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Dies ist ein Teil des Body of Service Knowledge der Continental Software GmbH, zusammengetragen aus den Best Practices der ITIL und CobiT und PMBOK Frameworks, der ISO 20000 Norm, sowie aus eigener Erfahrung.

© Continental Software GmbH; ITIL® und IT Infrastructure Library® sind eingetragene Warenzeichen des Office of Government Commerce (OGC). COBIT® ist eingetragenes Warenzeichen der Information Systems Audit and Control Association (ISACA). ISO® ist eingetragenes Warenzeichen der International Organization for Standardization. PMI und PMBOK sind eingetragene Marken des Project Management Institute, Inc. Andere hier erwähnte Inhalte, Produkt- oder Firmennamen können die Warenzeichen ihrer jeweiligen Eigentümer sein.